A newly formed State with remote and hilly areas that had big chunks of socially and economically backward people. The State’s IT infrastructure was nascent with little in terms of technology penetration. The entire State machinery was non-automated and systems mostly archaic. The Social Welfare Department is an apex department of the new state that manages the welfare of backward and disadvantaged sections of society including soldier, women and child welfare. The requirement was that of a dynamic system capable of serving the short citizen feedback cycle, deliver instant and measurable citizen benefits. The difficult operating conditions include extreme weather conditions, unreliable power supply, complex departmental set up and a large number of semi-skilled staff. The World Bank funded project was awarded after an intensive Quality based vendor selection (QBS) process. A careful evaluation of many parameters were conducted and Comat was chosen among many other solution providers and integrators.

The entire package offered features including fast language switching, unique offline / online model, multiple users on same machine, proxy based access, rich and web based clients, integration with State portal, unique security model. We developed an effective maintenance system that had extensive remote diagnostic capability, quick recovery packs, sophisticated patch and upgrade management.

We successfully presented a unified face to the citizen despite multiple agencies and schemes at the same time accelerating the speed in disbursal of benefits. A centralized control and audit of activities was also introduced with extensive and detailed drill-down reporting, escalation-capable customizable workflow schemes and end-to-end computerization from Secretariat to the Gram Panchayat. Access was enabled to Hand-held devices among other dynamic information delivery over multiple modes including Kiosks, Website and the Social Welfare offices.